Member Services Director OS

AWG Enterprises•Norfolk, VA

18d

About The Position

Position is responsible for leading, directing and coordinating all member services and advertising functions for the benefit of member stores including new member recruitment, retail and business development, retail store merchandising, retail sales growth initiatives, purchase concentration initiatives, and member profitability counseling. The scope of responsibility includes: recommending and implementing local operating polices; hiring, leading, motivating, supervising, appraising and disciplining as necessary a highly motivated and skilled member services team; coordinating, reviewing, and periodically evaluating and / or improving local member service offerings; leading new business recruitment efforts through Retail Development Managers and Division team; and work in conjunction with Group Sales Managers, Real Estate, and Engineering teams to motivate and assist existing members in pursuing profitable expansion, growth and development activities. This position supports AWG’s mission to remain firmly committed to our long-established mission statement: “Our mission is to ensure the success of our member retailers and provide opportunities to our employees. This will be accomplished by satisfying the customers’, and our member retailers’, needs for quality supermarket merchandise and superior support services. We will do this with high quality employees whose mission is to provide the lowest possible cost of goods in order to ensure our members profitability, competiveness and continued growth.” ESSENTIAL DUTIES AND RESPONSIBILITIES: The individual must have the ability to perform the responsibilities listed below. The list is not all inclusive of duties that may be requested by the department head or a member of upper management but are intended for an understanding of the purpose of the position. It is the responsibility of each individual at AWG to provide ultimate customer service to our members to support their efforts in increasing same store sales and profits. Develop and implement Member Services Department policies and procedures to ensure high quality service to members. Resolve member problems or complaints regarding services provided in the most professional manner. Prepare and monitor annual expense and sales budgets to assure compliance, reporting all variances and plans of action to the Senior Vice President/General Manager and/or Vice President of Merchandising. Lead the Retail Development Managers and Group Sales Managers in the ongoing process of identification, contacting and convincing prospective retailers to become AWG members. Maintain a positive balance in the sum of ad group accounts. Select, assign, train, evaluate and appraise immediate subordinates to become and continue to be highly qualified to counsel with members on all areas of operations and in successfully implementing all AWG offerings. Direct the assignment and scheduling of calls on member stores to improve store operations and purchase concentration through sales team members. Develop and conduct strategic improvement plans, business analysis, member P&L reviews, with management team and members to identify new opportunities to help the member grow and compete in their marketplace. Identify and develop new members and expand service utilization among existing members. Set pricing strategies for all pricing zones maintained by Corporate Pricing and direct suggested retail product pricing. Manage and direct Advertising services. Recommend expansion and reduction of product lines to Buying Department managers. Work collaboratively with Corporate Staff in the development of new locations and market analysis. Work with members and Corporate Staff regarding member financial status and loans. Serve as primary member advocate at Division level. Work as a member of the AWG sales team so the total job responsibilities are met. Actions must always stress a sense of cooperation, integrity, tact and consideration with our members, associates and division management. This position requires strong communication and computer skills with the ability to use and learn new technology. The Flawless Execution method will be utilized in all planning and communication. Management will be kept informed on planning, analysis, work performed and results. All records required by management must be complete, accurate and submitted on time. Must be able to read and comprehend all essential documentation, AWG Programs, Policies, Sanitation, FDA, C.O.O.L. legislation, and other state and federal requirements.

Requirements

Ability to read and speak fluent English and comprehend operating and maintenance instructions and procedure manuals.
Possess the ability to write routine reports and correspondence.
Ability to make presentations effectively before small and large groups.
Possess the a bility to read and interpret departmental financial and operating statements.
Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Possesses the ability to reason with members and gain mutual respect with a common goal of increasing sales and profitability.
Valid Drivers License
The employee is regularly required to drive, sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.
The employee frequently is required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Retail grocery store experience preferred.
Degree not required, but equivalent work experience in retail preferred; or ten (10) years related experience and/or training in grocery retail management; or equivalent combination of education and experience.
A current valid drivers license is required with a good driving record history.

Responsibilities

Develop and implement Member Services Department policies and procedures to ensure high quality service to members.
Resolve member problems or complaints regarding services provided in the most professional manner.
Prepare and monitor annual expense and sales budgets to assure compliance, reporting all variances and plans of action to the Senior Vice President/General Manager and/or Vice President of Merchandising.
Lead the Retail Development Managers and Group Sales Managers in the ongoing process of identification, contacting and convincing prospective retailers to become AWG members.
Maintain a positive balance in the sum of ad group accounts.
Select, assign, train, evaluate and appraise immediate subordinates to become and continue to be highly qualified to counsel with members on all areas of operations and in successfully implementing all AWG offerings.
Direct the assignment and scheduling of calls on member stores to improve store operations and purchase concentration through sales team members.
Develop and conduct strategic improvement plans, business analysis, member P&L reviews, with management team and members to identify new opportunities to help the member grow and compete in their marketplace.
Identify and develop new members and expand service utilization among existing members.
Set pricing strategies for all pricing zones maintained by Corporate Pricing and direct suggested retail product pricing.
Manage and direct Advertising services.
Recommend expansion and reduction of product lines to Buying Department managers.
Work collaboratively with Corporate Staff in the development of new locations and market analysis.
Work with members and Corporate Staff regarding member financial status and loans.
Serve as primary member advocate at Division level.
Work as a member of the AWG sales team so the total job responsibilities are met.
Actions must always stress a sense of cooperation, integrity, tact and consideration with our members, associates and division management.
This position requires strong communication and computer skills with the ability to use and learn new technology.
The Flawless Execution method will be utilized in all planning and communication.
Management will be kept informed on planning, analysis, work performed and results.
All records required by management must be complete, accurate and submitted on time.
Must be able to read and comprehend all essential documentation, AWG Programs, Policies, Sanitation, FDA, C.O.O.L. legislation, and other state and federal requirements.